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Empower your employees to function at optimal productivity levels, deliver high-quality services and responsive communication, and to obtain better results from your sales and service business; with CRM that works the way you do. A Customer Relationship Management solution that streamlines the way your people communicate with clients and collaborate with each other.
And with Microsoft Dynamics CRM's powerful capabilities, like workflow automation and analytics, you can let your sales, marketing, and service staff easily share information and route tasks to provide a seamless customer experience.
Sales Force Automation
Get your sales force quickly up to speed with the advanced but easy-to-use features of Microsoft Dynamics CRM. Take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales.
Marketing
Transform every touchpoint into a marketing opportunity and harness the undiscovered potential within your customer base. You can market more effectively, improve productivity, and gain actionable insight into your marketing campaigns.
Customer Service
With a 360-degree view of the customer, your agents can resolve issues quickly and reduce handling times with advanced customer service software. By automating processes, you can also reduce costs and help to ensure consistent customer service is delivered across all touchpoints.
Sales Force Automation : Planning
Set up territories and teams for optimal efficiency * Create price lists, discounts, and unit groups to streamline offer management * Post sales best practices and tips in the Resource Center * Use role and group-based permissions for easy information distribution
Sales Force Automation : Leads
Capture and track all lead details in one system * Automatically associate e-mail messages with relevant leads/opportunities * Assign leads and tasks automatically * Simplify lead qualification, scoring, and conversion * Easily segment data to generate leads from your customer base
Sales Force Automation : Opportunities
Close deals faster by centrally tracking key data and attributes for each deal * Create and monitor customized offers and pricing for each opportunity * Better track and position against competitors * Track actual revenue dollars by creating/tracking orders and invoices * Use leading sales methodologies
Sales Force Automation : Accounts
Track all activities and interactions for each contact or account * Identify influencers, constituents, allies, and roadblocks for each account * Quickly identify cross-sell and up-sell opportunities * Track contract renewal dates and details * Define the parent-child relationships that depict complex organizations
Sales Force Automation : Productivity
Use Microsoft Dynamics CRM within Microsoft Office Outlook * Eliminate redundant e-mail tracking * Improve communication and team collaboration through seamless integration with Microsoft Office products * Promote Office Outlook contacts to Microsoft Dynamics CRM with a few mouse clicks * Easily identify key data points through advanced search * Reduce wasted cycles with robust data-cleansing features
Sales Force Automation : Pipeline
Easily track the sales pipeline for improved financial planning * Increase accuracy of revenue projections with individual or roll-up forecasting * Track revenue goals by dates, fiscal periods, or other predefined criteria * Identify key trends for deals won/lost and optimize the sales process
Sales Force Automation : Workflows
Automatically create or assign tasks and activities when rules are triggered * Automate simple or multilevel approvals * Automate scoring and distribution of leads * Set alerts for key events to take proactive measures.
Sales Force Automation : Mobility
Empower your sales force with real-time access to customer data from any Web-enabled device * Better prepare for customer meetings via real-time account details * Rapidly respond to customer requests while on the road * Continuously work details by updating and receiving leads 24/7
Sales Force Automation : Analyics
View key performance indicators in real time with intuitive dashboards * Use built-in sales reports to conduct detailed analysis without IT assistance * Use robust data cubes for insightful trending analysis * Employ predictive analytics to identify key selling scenarios * Take advantage of the intuitive Report Wizard to instantly create ad-hoc reports
Customer Service : Accounts
Improve first-call resolution with access to customer histories * Automatically identify and delete duplicate records * Simplify adding, changing, and managing contact information * Model one-to-many, many-to-one, and complex relationships to provide great service
Customer Service : Cases
Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact * Use rules-based routing and escalation to speed first call resolution (FCR) * Plan and complete case activities manually or automatically and record them for future reference * Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts
Customer Service : Contracts
Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings * Create a contract repository to streamline case management * Give agents a view of the current status and service eligibility for each customer
Customer Service : Knowledge Base
Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository * Share staff expertise and easily publish, store, and access the Knowledge Base information * Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response
Customer Service : Scheduling
Define services with related resources and work schedules to increase precision * Get a centralized view of service workers’ calendars and resources to optimize scheduling * Save time and costs with increased visibility into how well current scheduling is fulfilling service goals
Customer Service : Workflows
Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent * Provide consistent handling across geographic locations with support for multiple languages and currencies
Customer Service : Mobility
Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments * Access and send CRM customer service data via any Web-enabled device * Use the Windows Mobile SDK to customize your mobile applications
Customer Service : Analytics
Closely monitor customer service and support processes with dashboards and scorecards * Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers
Marketing : Data
Effortlessly import data from other sources into Microsoft Dynamics CRM * Use predefined data-mapping rules or create new ones on the fly * Confirm data import status with automatic e-mail notification * Intelligently cleanse your data to eliminate duplications and decrease your cost per engagement (CPE)
Marketing : Segmentation
Use natural language queries to instantly segment customers or prospects * Create highly targeted lists and associate them with campaigns * Set up personal or public data views for reuse * Easily share target lists with colleagues or vendors * Export lists into multiple formats for bulk e-mail or direct-mail communications
Marketing : Planning
Plan and track activities, tasks, budgets, and details for each marketing activity * Tailor messages and offers to highly targeted lists * Save time and money with reusable campaign templates * Set up product catalogs, price lists, and discounts for optimal offers * Use predefined workflows to streamline approvals
Marketing : Execution
Initiate and distribute campaigns and communications instantly * Use embedded Mail Merge capabilities to instantly send mass communications * Manually or automatically assign tasks or leads to individuals or groups * Create on-the-fly campaigns with the Quick Campaign Wizard * Create rules to trigger responses based on customer interest
Marketing : Events
Track and manage all event and customer details on one central platform * Manage event planning and execution from beginning to end * Track details related to venues, rooms, event sessions, speakers, and sponsors * Track key metrics and measure the return on investment to optimize future events
Marketing : Response
Capture and store responses and leads in one place for easy tracking * Score responses using predefined algorithms * Instantly assign leads with full interaction history to the right sales person * Track responses across communications channels, linking them to campaigns and lead sources * Convert responses to leads and opportunities with a few mouse clicks
Marketing : Internet Marketing
Track, manage, and optimize search-engine marketing efforts * Improve data quality by routing leads to a lead-staging area * Identify the revenue impact of each keyword * Research and purchase keywords, and then optimize bids for the highest placement * Create landing pages and data forms without any coding
Marketing : Productivity
Eliminate redundant e-mail tracking through Office Outlook synchronization * See co-workers’ availability with the presence feature * Create documents and mail-merges with embedded Office Word capabilities * Add Office Outlook contacts to marketing lists with a few mouse clicks
Marketing : Workflows
Accelerate approvals using predefined workflows * Automate actions with triggers based on events, time, or business logic. * Set alerts and reminders of campaign milestones to inform appropriate people
Marketing : Mobility
Access customer data from any Web-enabled device anywhere, anytime * Track budgets and push through approvals while on the road * Update or create campaigns on the fly * Update, qualify, or assign leads while on the road * Analyze responses, leads, and campaign ROI with rich offline reporting
Marketing : Analytics
Measure your marketing success with key performance indicators (KPIs) * Track key campaign indicators with built-in reports * Identify trends and allocate resources with powerful predictive analytics * Use robust data cubes for trending analyses * Proactively create offers with 360-degree customer views
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